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The Journey to Smart Government in the GCC Countries: A critical insight
Dr. Saeed Al DhaheriAdvisor, Information Systems
20th GCC e-Government and e-Services Conference
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The Journey to Smart Government in the GCC Countries: A critical Insight
Agenda
e-Government Evolution
Smart Government: Concepts and Definition
Smart Governance Operating Framework
Comparison between smart city and smart government
Smart government maturity model
Enabling Technologies
Efforts in the GCC region to embrace smart government
Recommendations
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e-Government Evolution
IT evolution in government
1 G
e-Gov 2G
e-Gov 3G
4
Smart Government: concept and definition
Smart Government: an administration that applies and integrates information,
communication and operational technologies to planning, management and operations
across multiple domains, process areas and jurisdictions to generate sustainable public
value
Source: Gartner
The implementation of a set of business processes and underlying IT capabilities that
enable information to flow seamlessly across gov agencies and programs to become
intuitive in providing high quality citizen services across all government activity domains
Source: IDC
S.M.A.R.T (world bank definition)
Social: citizens and civil society participate and co-create with government
Mobile: engage with citizens and deliver info & services using mobile devices
anytime and anywhere and using cloud computing at the back-end
Analytics: using big-data analytics to drive policy action
Radical-openness: Open by Default to engage citizens in co-creating and allow
businesses to use data to innovate new services
Trust: effective cybersecurity so services are resilient, available and protect privacy
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Smart Government: concept and definition
Focus: mobile (smart phone) as the most convenient delivery channel
m-government and smart government is used interchangeably
Mobile is one part but Customer eXperience (CX) more matters
Customer experience – has 3 levels
Functional: Do you have what customers need
Accessible: how easy to do business with you?
Emotional: how customers feel when they make business with you?
Each country defines it their own way
Tiers and domains of smart government
city/state/federal tier
domain: transportation/health care/education/ energy/…/
The term "smart" is so overused that it has become almost meaningless
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Smart Governance Operating Framework
Smart governance operating framework: to support event capture and processing,
information exchange and analysis, user interface, and interoperability
Facilitates interoperability of different vertical applications
Supporting new ways to analyze info across tiers
Supporting integration of operational technologies
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Comparison between smart city and smart government
Smart City Smart Government
Main drivers Economic development, competitiveness
and environmental sustainability
Public value with particular reference to efficiency
and financial sustainability
Geographical &
Vertical Focus
Focus on multiple domains in one tier
(city)
Focus on one or multiple domains and multiple
tiers
Technology
coverage
look to connect city systems to create a
system of systems based on ICT and
instrumentation infrastructure and Smart
Government practices
focus on the business processes and
technologies that ensure seamless information
flow across government
Roles Private stakeholders, enterprise and
technology service providers, public
private partnerships, vertical sectors
Government organizations, in any tier, in a
service provider, regulator, buyer or consumer
capacity
Approach Mostly top-down (lead by prime minister
office)
Mostly bottom-up (lead by necessity) but
occasionally top-down
Both use innovation in social media, mobility, Big data/analytics, and cloud computing to improve
service delivery to citizen
Both require smart governance operating framework
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Smart Government Maturity Model
Model borrowed from IDC
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Technologies to deliver smart government & drive innovation in the public sector
Gartner: nexus of Forces IDC 3rd Platform
The Nexus of Forces “is the
convergence and mutual
reinforcement of social,
mobility, cloud and
information patterns that
drive new business
scenarios.” - Gartner
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Technologies to deliver smart government & drive innovation in the public sector
Value Challenge
Cloud Cost efficiency and
optimization
Standardization and
automation
Agility and speed
Adaptability
Security
Change management
New skills and competencies
Culture issues Mobile Workforce productivity
Information access
Customer engagement
Improve service delivery
Social Media Collaboration and
increased productivity
Customer engagement
Customer insight
Big Data Decision support
Information
management & reach
Real-time information
access
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Smart Government Efforts in the GCC Countries
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m-Government in Bahrain
m-Gov efforts exists but no formal program
eGovernment app store
Around 25 apps and 164k downloads
Covers gov services and utilities
New approach: services combined and
offered through one app
SSO and other features (alerts,,,etc)
Under e-government initiative
Awards: Best app for smart devices award
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m-Government in Saudi Arabia
Although high smart phone penetration but
m-gov adoption in early phase
No formal smart gov program exists
Multi-channel service delivery part of the 2nd gov
action plan
Mostly SMS service and some apps for smart phones
No national awards in m-gov
Yesser 2nd e-gov action plan
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m-Government in Qatar
m-gov exists but no formal program
20 apps (10 apps for Gov services)
Some SMS services
No formal smart Gov program exists
Mobile portal
Qatar National ICT Master plan 2015
No multi-channel service delivery
No national awards in m-Gov
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m-Government in Oman
m-gov exists but no formal program
Mobile portal
Gov app store but only for Android platform
Around 28 apps (13 gov apps)
SMS services
No formal smart gov program
eOman Strategy
No national awards in m-Gov
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m-Government in Kuwait
m-gov exists but no formal program
Gov portal not responsive design
Gov portal app exists
30+ apps (20 gov apps)
No formal smart government program
No national awards in m-Gov
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m-Government in UAE
Formal program exists with clear mandate
Higher committee for m-gov
m-gov road map
m-gov guidelines
Mobile Gov portal and most of gov websites
Gov app store
More than 100 gov apps
m-Gov awards
Best m-gov service awards
ME e-gov and e-services excellence awards
Issue with the naming convention
m-Gov الحكومة الذكية =
Smart Gov Program exists in Dubai and Abu Dhabi
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Smart Government and Smart City: the Case of Dubai
Dubai Smart city strategic plan
3 years plan
Holistic and Integrated approach
6 pillars and 100 initiatives
Transport, Communications, Infrastructure
Electricity, economic services, urban planning
Converting 1000 gov services into smart services
Focus on smart phones as a channel for service delivery
Leadership: under supervision of the crown prince
Higher Committee reports to Sheikh Mohammed
Public-Private Partnerships
Dubai gov Initiative 2021 launched during 2nd Gov Summit
Dubai e-gov department renamed Dubai smart Gov
“Our ambitions is that this project
touches the life of every individual in our
country, or every mother in her house, or
employee in his work or investor in his
project, or a child in his school or a
doctor in his clinic; our goal is to achieve
a happier life for all and we ask God to
help us achieve this .“
H.H. Sheikh Mohammed Bin Rashid Al Maktoum
Vision: Seeks to create a new environment for the
life of people in Dubai
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Smart Government and Smart City: the Case of Dubai
Connected gov approach
Standards and guidelines
eService delivery excellence model
Smart gov hosting standards and policies
Dubai smart government program
MyID: is a SSO for all e-services (17000 users)
Integrating National ID for authentication
Partnership with private sector such as universities
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Smart government in the GCC Countries: Current reality
Smart phone penetration in the GCC is among highest in the world
penetration crossed the 50% threshold early last year.
42% of all searches conducted are on smart phones
All GCC countries have m-government initiatives but most countries lack policy
and guidelines with the exception of the UAE
Lack of formal smart government programs in GCC countries except for the UAE
Adoption of new enabling technologies (cloud computing, big data and social networking
in the enterprise) is very limited
Regional GCC m-government awards good thing
m-gov award of the GCC governments
Best m-gov service awards (UAE)
ME e-government and e-services excellence awards
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GCC Cooperation in Smart Government
GCC Guidelines strategy for e-government as approved
by the GCC Supreme Council in the 34th GCC Summit
Approved set of joint initiatives between the GCC countries
Citizens-focused: Strengthen the role of e-government
in the provision of services provided to GCC citizens
Multi-channel service delivery for identified shared services
Single GCC portal for the shared services
UAE efforts to drive cooperation in smart government
GCC ICT Ministers Forum during the 2nd gov summit 2014
Recommendations focused on set of e-government initiatives during the 3rd e-gov
conference in Dubai
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Recommendations
GCC Countries should establish Policy and guidelines to drive m/smart Gov adoption
Leadership sponsorship is a must
Establish Smart Government Operating Framework to ensure interoperability
Strengthen cooperation between GCC Countries in smart government
Establish national awards in m/smart government in GCC countries to creative
incentives
GCC Governments need to embrace new technologies (cloud, Big Data, Social
Networking) to enable smart government